After Hours Emergency Procedure - OFFICE HOURS MONDAY TO FRIDAY 8.30AM - 5.00PM CLOSED SATURDAY & SUNDAY PH: (08) 9384 4600 OR M: 0499 086 678 ...

After Hours
Emergency Procedure

OFFICE HOURS
MONDAY TO FRIDAY 8.30AM - 5.00PM
CLOSED SATURDAY & SUNDAY
PH: (08) 9384 4600 OR M: 0499 086 678

| P 08 9384 4600 | W www.viviansresidential.com | A 43 Victoria Street, Mosman Park |

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                                Introduction
All maintenance must be reported in writing and authorised through this office.
Please do not leave repairs to the last minute to report as most tradespeople finish work
between 4:00pm and 4:30pm. If you experience a blocked drain at 7:30am and don’t make a
report until 4:00pm, please understand that it may not get cleared until the next day. Should
our tradespeople report a call that was not of an urgent nature, the after-hours service fee
will be payable by you. If you call a tradesperson without first making every effort to contact
our office, you may be liable for payment of their invoice.

                After Hours Emergency

In the event of a maintenance emergency we have implemented the following:
Contact 0499 086 679
Should there be no answer please leave a voicemail with the following information: Your
name, your property address, nature of the emergency. Accompanying this please also
send a text message with any photos so that we can forward it on to the contractor to
arrange for urgent repairs.
(Please note we will do our best to respond, bear in mind we are human and do sleep, if it is
an after-hours emergency. We do check our phone first thing every morning. (If there is no
reply to the phone call please always send a text advising us of your property address and
what the issue is).
Upon moving into the property, we advise that you to familiarise yourself with the Electrical
Switchboard/RCD’s, Gas and Water Main, so that you know where these are located within
your property in the event of an emergency.
We have also listed a few of our contractors who will deal with emergencies after hours.
(Located on the back page of this document.)
Please remember, if you engage a tradesperson without consultation with your Property
Manager, you may be responsible for payment of the invoice should the matter be deemed
as a non-urgent maintenance issue. For more information on what is deemed a
non-emergency, please see below:
Emergencies which require immediate action relate to:
- Provision of power/electrical safety
- Provision of water
- A blocked toilet where there is only one in the property, and burst pipes
- Loss of roof or collapse of the ceiling

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                           Electrical Issues
1. Please check the Synergy website, see if there is a power outage in the area.
https://westernpower.com.au/faults-outages/power-outages-map/
2. Check your RCD’s are in the on position.
3. If you have taken the above steps and are still having issues, then please contact your
Property Manager.
4. Our Electrician’s details are (iCheck It - Colin on 0406 920 021) they can be contacted in the
event of an emergency, however, if it is decided that the above steps have not been taken you
could be liable for the invoice.

          Gas Leak or Burst Water Pipe

1. Turn off the water or gas supply to the property, for gas this can be found at the gas meter.
For a house the water meter can be found normally to the front of the property. Units
normally have an isolation tap present inside the unit; this can normally be found in the
bathroom.
2. Report immediately to your property manager before contacting our after hours plumber,
Plumbing Plus on 0418 904 332.

                   Water Meter                Isolation Tap         Gas Meter

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              No Water to the Property

Please check the Water Corporation website, as water outages will be listed on here. Burst
pipes in the local area or maintenance work being done to the complex may result in water
being turned off for a short period. Please note that the Water Corporation can have some
delays with updating outages.
https://www.watercorporation.com.au/faults/check-for-water-outages

           Break In & Damage to Glass

1. Contact the Police and report the damage, please ensure you obtain a police report
number to provide to the office for insurance purposes. Without a report number, the cost
of replacing the glass may be liable to be payable by you.
2. After approval from your Property Manager, you may contact Fremantle Glass on
0419 948 371 or (08) 9336 2615, or for a Locksmith, please contact Joes Mobile Lock Service on
0419 985 841.
3. If the glass breakage is the result of an act attributable to yourself, you may contact the
glazier to repair the broken glass however the payment of the invoice must be made by
yourself.

                 Severe Storm Damage

1. Always attempt to contact your Property Manager.
2. Call SES (State of Emergency Services) on 1300 130 039.
3. If there is an injury to a person due to the damage, contact the Police or Ambulance on
000.
4. If there is any electrical damage, turn off the power immediately and contact our electri-
cian as above.
5. If there is any structural damage to the house such as flooding or electrical problems, do
not stay in the house.
6. Your Property Manager will contact the building insurer on the next working day they will
send an assessor and attend to any structural repairs.

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                       Power Lines Fallen

Call Western Power immediately on 131 351, stay as far away from the power lines as possible.

                Lost Keys or Locked Out

If you lose your keys or lock them inside the property during business hours, you may use
the spare set at the office by providing some identification. After hours you must engage a
locksmith at your own cost. You may contact a locksmith directly; however, you the tenant
are responsible for payment for the account.

            What’s NOT an Emergency

The following situations are NOT classed as an emergency, general repairs MUST wait until
the next working day to be attended to by the office, however your Property Manager
should be notified ASAP.
1. Blocked toilet (when there is a second toilet at the property)
2. Stove/oven not working
3. General repairs and maintenance
4. Blocked pipes, shower, kitchen sink
5. Hot water system going hot and cold
6. Trouble with reticulation
7. Leaking taps
8. Air conditioners that have stopped working after hours
9. Pest control e.g. Ants, mice, rats etc.

 PLEASE NOTE THAT IF YOU GO AHEAD WITH A REPAIR THAT IS NOT CLASSIFIED AS AN
 EMERGENCY THE OWNER IS NOT OBLIGED TO PAY FOR ANY EXPENSES OCCURRED.

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Contractor Numbers

   TRADE               COMPANY                CONTACT NUMBER     VIVIANS APPROVED

  Electrical            iCheck It                0406 920 021
                                                                       ✓
Plumbing & Gas       Plumbing Plus               0418 904 332.
                                                                       ✓
  Locksmith      Joes Locksmith Services         0419 985 841
                                                                       ✓
    Glazier         Fremantle Glass              0419 948 371
                                                                       ✓

                 Emergency Numbers

                        EMERGENCY          CONTACT NUMBER

                           Police                000

                        Ambulance                000

                            SES              1300 130 039.

                       Western Power            131 351

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